ComplaintsforTek Replay
Computer Dealers
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Complaint Details
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Initial Complaint
07/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a refurbished ***** laptop from them and since the beginning it was performing poorly. I bought this model back in Feb 2022 and had nothing but problems with it. 1. Power mode is temperamental-sometimes it turns on sometimes it takes extra time to turn on. 2. I replaced the USB--C Cable to charge the battery. 3. The battery only has a 1 hour charge. 4. For video calls- the lighting is a real issue. It goes from dark to light sporadically. 5. The Power management on this laptop seems to be damaged. This model had more than cosmetic issues. I had to set it aside as my primary device and I believe I overpaid for it. I buy refurbish models all the time but this has been one of the worst experiences.Business response
07/12/2022
We are very sorry to hear that the customer is having issues with the ******* that they purchased in February. We have only ever received one request for return and that was just at the beginning of this month. We offer a 60-day warranty on items purchased on the Walmart website. Since the item is past the 60-day warranty, we are not able to offer an exchange or refund for the purchase. We are more than happy to offer any troubleshooting tips that may resolve the issue if the customer would like to reach back out to us directly.Initial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a max book pro and was told it was going to have a different operating system. When I got the computer it was the old version and not the one advertised to come with computer. I have emailed 3 times and called and left 3 messages with no avail. So I have had to purchase a new operating system to put on the computer.Business response
06/07/2022
Our records indicate that we have in fact emailed the customer and have provided the customer with return instructions to send the device back to us for a refund. We are more than happy to accept the device back for a refund if the customer returns the item to us.Initial Complaint
01/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought an iPhone XS from TekReplay through **********.com...advertised as "unlocked", but came locked. Spent hours and hours troubleshooting, sending messages to TekReplay to return phone, but was ignored over and over. Would not provide me with a return label or even a return address despite advertising 30 day money back guarantee. In addition, the battery health was only 87%. These guys are not reputable. Need to return the phone for a full refund including shipping costs.Business response
01/11/2022
Our customer service team has provided the customer with a prepaid return shipping label. Please understand, the customers very first email was sent to us yesterday, 1/10/2022 at 4:31 pm. This is after hours and our customer service team was not available to answer the message. The customer received a prompt response to their email first thing this morning, 1/11/2022 at 7:33 am as soon as we arrived back to the office. We respond to all customer inquiries within 24 hours. The customer was provided with a prepaid shipping label promptly after requesting one. Our customer service team is more than happy to provide a full refund for the purchase once the item is shipped back to our facility and inspected for return.Initial Complaint
01/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Received permission to return a computer within 30 days of purchase. The is the entirety of the policy also says the computer must be returned to factory settings. I was delayed in returning as I had trouble getting the computer back to factory settings. I had to consult an IT professional as the instructions provided did not work. Techreplay refused the return and sent the computer back to me stating I had passed the 30 day return window. Nowhere in the material provided with the purchase stated that the return needed to be completed within 30 days. Ordered 11/18/21. Permission to return was requested on 11/22/21. The computer did not respond to the instructions for the required factory reset. With the help of an IT professional, the factory reset was accomplished on 12/28/21 and returned that same day. Seller's comment about the situation, "Unfortunate!"Business response
01/11/2022
Our customer service team responded to the customers message with very detailed return instructions and clearly stated that we have a 30-day return policy for refunds. The customer claims that they requested the return for the product within the 30-day window, which is true, however the customer did not ship the item back to our facility within the required time frame of 30 days. We returned the computer to the customer as it is outside of the return period for a refund. We apologize for any inconvenience this may have caused.Initial Complaint
12/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I was shopping for a MacBook for editing drone footage and music. I saw this refurbished Apple macbook pro i7 on ********* website and purchased it on 12/3/21 for $353.07. It arrived quickly on 12/8. The box looked undamaged and the laptop was secure in a bubble wrap sleeve. All looked promising. I opened the lid and the right hand ‘option’ key cover was broken away from keypad. The ‘>’ key cover was off as well. Upon closer inspection it was very obvious this laptop has not been inspected and refurbished as described. The keyboard is filthy. Not dusty with smudges but more like crud,crust, white powder and fluid stains. Disgusted I get out the black light. The kind they use at crime scenes to find blood and other fluids not visible under normal light. The keypad on this thing looks like a crime scene. I’m including images of the white powdery stuff under the broken keys and the glowing fluid spots under black light. When I started a return from ******* website it had me contact seller first and wait 48 hours. No reply. I emailed again requesting return information again with no response. After looking at sellers reviews on ******* site and BBB I am nervous that I will be stuck with this piece of hazardous waste. All I want is to return for refund.Business response
12/27/2021
We apologize for any inconvenience but we only received one email from ***** and it was answered within 24 hours. We have attached an image below that shows that email thread. We never received a follow up email. We only have the customers encrypted ******* email address, so if the customer can reach out to us directly at ******tekreplay.com we are happy to provide them with a return shipping label to send the device back to us for a refund.Initial Complaint
12/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a refurbished MacBook from this company with the understanding that it would be functional. When I turned it on it said that the battery needed to be replaced. I called the company and told them that this is a Christmas present and if they could either send a working battery or refund the cost of a working battery and I would pay to have it put it myself do I could have it working by Christmas. They declined. They said I could ship it back and they would try to fix it but I wouldn’t have it back for at least a month. The problem I have is they intentionally sent me a deficient product and when confronted they are unwilling to help me resolve the issue in a reasonable way. I just want to warn people about this company so they aren’t put in the same predicament as myself. I would also like to be refunded the cost of a new battery.Business response
12/13/2021
We are very sorry for any confusion and issues with the MacBook that was purchased. We have attached a screenshot of our conversation for your records. Our conversation shows that while we are unable to send a replacement battery out, we did provide you with a prepaid shipping label to return the device to us so we can replace the battery for you. The return process would not take a month and we are unsure why that assumption was made as none of our messages indicate that is the replacement process time frame. We will do everything we can to expedite the return process for you as we understand the item is supposed to be a Christmas present. Please let us know if you intend to return the device to us for a battery replacement as we are happy to accomodate you. We cannot accept any devices back that are repaired outside of our facility as it voids the warranty, which is why we are unable to provide you with a replacement battery. We apologize again for any inconvenience or confusion.
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Customer Complaints Summary
16 total complaints in the last 3 years.
3 complaints closed in the last 12 months.